The Voice of the Customer Part 3: Digging Below the Surface with Implied Needs

In the previous blog on the Voice of the Customer (VoC), we looked at stated needs, which are the most obvious way in which the customer conveys their needs regarding products and services. In this blog, we’ll look at implied needs, which are the needs the customer does not articulate because they consider them too obvious to mention. For example, customers won’t articulate that they need a washing machine to clean clothes, but they assume that it will. When implied needs become subtle, it can be easy to miss significant opportunities to meet customer requirements. 

While the VoC tools for collecting stated needs have their origins in traditional marketing and sales techniques, those for collecting implied needs have their origins in the fields of psychology, philosophy, ethnography, and data science. This section provides a brief introduction to some of the most common methods for implied needs. Organizations should use a complementary set … Read more...

Health & Safety is a Team Effort: Industry 4.0 and IIoT

 
The Industrial Internet of Things (IIoT) and Industry 4.0 are forcing companies to rethink their approach to health and safety. Digital transformation uses innovative IoT endpoints and their data to improve the company’s core business, but they make health and safety more complex than ever. When properly deployed and integrated, sensors, endpoints and devices improve the individual safety of workers and identify additional areas for process improvement. 

More connected workers, more devices, more data — this massive influx of information and capability requires an end-to-end solution that addresses new and evolving EHS challenges. A solution that can capture the data produced from edge devices, analyze it and organize it in meaningful ways to improve health and safety programs and processes. Intelex Technologies and Honeywell are working together to create an integrated EHS solution that solves the challenges posed by Industry 4.0 and IIoT.  

The Number of Connected “Things”  

The global IIoT market will grow to $310 billion USD by 2023, and some of that growth will be from the increase in the number of “Connected Workers.” This means that the average industrial worker is going to be wearing and carrying multiple devices to help them do their job. Deployment, management and training … Read more...

Four Considerations to Achieve Health and Safety Compliance

Over a series of three blogs we are going to examine how to achieve health and safety process excellence. There are three main objectives that EHS professionals must fulfill to achieve their health and safety goals: maintain compliance, anticipate and manage hazards, and improve safety culture.

Safety Compliance

This first blog is going to focus on the building blocks that create the foundation for maintaining safety compliance and engaging in continuous improvement. Some keys to achieving this objective are automating reports and document control to ensure consistency between departments and locations, tracking employee training as well as audits and corrective actions and automating compliance with various federal, state or province or local regulations.

Creating the Right Solution

Technology can assist your organization in maintaining all those records and help you ensure that your facility complies with local regulations. In fact, technology has become an essential tool in achieving process excellence … Read more...

Your Customer can tell you what you need to know. Are you listening?

In our first blog we talked about why listening to the Voice of the Customer is so important and gave you a quick overview of what the customer can potentially communicate to help you improve your business’ efficiency and productivity.

In this second blog you’ll learn about the first and most obvious way the customer communicates with an organization: stated needs. These are needs that the customer is able to articulate and which can be captured using the tools we’re going to talk about below.

Some of the means by which organizations can capture stated needs are already in regular use by marketing and customer experience teams. None are obligated to use all of them, but using a broad selection of them can ensure a business is able to get the broadest cross section of articulated needs from its customers. 

Surveys and Direct Elicitation 

Surveys are a popular method for … Read more...

Knowing When to Buy EHS Software

At what point does the cost of purchasing and implementing new software become preferable to the cost of maintaining your existing organizational software? It’s an important question, especially when you consider that as much as two-thirds of the cost of the new software is probably going to come from your EHS budget. Like just about anything else, software has an expected service life. For most well-designed systems, their useful life cycle can be as long as six to eight years; for systems that are less well designed or for applications that evolve very quickly, the useful life of business software can be as short as three years.

To maintain workplace safety you need a tool that will provide software solutions for a wide variety of services like compliance management, risk management, safety management, incident management, audits, document control, training management … the list goes on.

According to a 2017 survey … Read more...

What is the Voice of the Customer?

Businesses are constantly speaking to their customer base using a strategic blend of marketing channels and public relations to optimize engagement. It’s an easy way to control their message, create customer loyalty, drive customer retention and leverage a consistent brand image. But how much listening do they do?

Listening to the customer is incredibly important and failing to engage with actionable, data driven intelligence can result in customer dissatisfaction and a deterioration of the customer relationship. This skill is especially important in the early stages of product and service development. Ensuring satisfaction from the beginning of the customer journey can help reduce the likelihood of waste and rework later.

The Voice of the Customer (VoC) is a process to help organizations drive continuous improvement and innovation through insight gained from customer feedback data. This can be a massive undertaking, so without a clearly defined methodology for understanding the customer experience … Read more...

The Right Chart for the Right Time

One of the biggest challenges for all professionals, including those in EHSQ, is determining the best way to leverage data to support your decisions and ideas. Data is the driving force behind most business decisions today, and it’s imperative that we all be able to use it to strengthen rather than confuse our positions.

Data visualizations are a great way to turn confusing data into consumable information.

But how do you know if you’ve picked the right EHSQ charts for your report? How effective are your dashboards? Follow these three simple rules and improve the impact of your data visualization:

  1. Pick the right chart orientation
  2. Match your visualization to your message
  3. Style your visualization appropriately

the-right-chart-for-the-right-time-intelexRead more...

The Future of Safety at EHS Today’s Safety Leadership Conference

eric-at-ehs-today-2

Here at Intelex we rely on EHS Today as an important source of industry news, as do many of our customers. It was no surprise that their conference covered some of the most cutting-edge trends in the Environmental, Health and Safety space. Intelex Health and Safety Practice Lead Eric Morris was among those discussing where safety is heading through his workshop entitled, “The Future of Safety: Moving Your Organization Through the EHSQ Maturity Curve.” Here are three key takeaways from Eric’s presentation.

  • You need to move beyond compliance

Organizations that care about safety establish a competitive advantage over competitors because they see safety as more than just avoiding fines and reducing incidents. These organizations use safety software to encourage safe behavior and protect company goodwill.

An organization’s goodwill is the amount of capital built up around its brand name and its relationships with customers and employees. For companies such as … Read more...

Sustainable Performance Isn’t About Preventing All Accidents; It’s About Managing the Ability to Adapt and Learn

AmbulanceWith an increasing awareness of the importance of safety, we are seeing a growing trend of zero accident goals. Inherently, this is a laudable moral goal and if we truly value people in organizations, then our intentions should indeed point to a goal of not harming people during operational work. Protecting people is a good thing, but one of the problems with “zero goals” is the lack of acknowledgement about how complexity makes it impossible to predict and prevent all risk in an organization.

 Acceptable Risk and Safety Margins

Two of the principles of US Marine Corps Risk Management are to “Accept No Unnecessary Risk” and to “Make Risk Decisions at the Right Level.” Although predicting all risk is impossible, risk-based approaches are preferable to chasing “zero goals” based on lagging indicators because they explicitly acknowledge the existence of risk during planning and operational execution.

Zero harm is a worthy … Read more...